ComplaintsforRoots Salon & Hair Studio

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment for a full highlight at this salon in **********. When I left for the appointment I typed the name of the salon and ********** in GPS and clicked on the Broomfield location. I didnt click on the location listed as Westminster because I knew I booked in Broomfield. Apparently the address in GPS is wrong. I spent extra time trying to find the salon because I could see the building in gps listed as the salon but didnt see it. Finally I parked and went in. The new salon at that location told me that the salon I was looking for moved from there over three years ago. I then called the salon and told them about the incorrect address listed in GPS and that I was 5 minutes away. She told me to drive there and shed see if the stylist could still do my hair. I drove to the location. She then said that the stylist left and charged me $85 for a no show even though I was clearly making every attempt to get there and it was a GPS mistake. The receptionist then argued with me about how it was my fault and I should be charged. I requested my money back. She said shed ask the owner. She called me back and said they will let me schedule with another stylist and keep my money and I said again, I want my money back. She said she hadnt even asked the owner to give it back. I have never seen any policy about charging clients $85 for getting lost and being late to their first appointment. I said I didnt like how she was treating me so I did not want to go back to their salon. She said the owner would get back to me by the end of the day. I called back 2 minutes after closing because I hadnt heard from the owner. The receptionist then said I was harassing and abusing her. I said I was trying to reach the owner because they wrongly charged me and she hung up on me. One minute later I got a text from the owner asking me to schedule so they can keep my money. When i said I want it back, she falsely accused me of harassing and defaming her. She never called me.

  Business response

  04/26/2022

  We have a clear 24 hour cancellation policy. This guest no showed their appointment and then decided after they were charged that they were late. We tried matching the guest with another stylist immediately. We went out of our way to accommodate the guest, yet she still didnt comply with our 24 hour cancellation policy. She proceeded to repeatedly call the salon harassing the receptionist and screaming at her. Blantantly saying she would scream and harass the receptionist until the owner called her. Which, at the time she could not as she was with other guests. It got to the point where we had to block the guests number so that she would stop harassing the owner and the business. 
  

  Our no show/ cancellation policy is clear. 

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